Claim card

My claim was authorized on the 3rd of April 2019, I was told a claim card will be couriered to me with the R 11 771.00 available on it with a list of service providers where the claim card can be used. I did received the claim card on 16 April 2019 and activate it. I have send several emails to Wendall regarding the claim card and the fact that I can’t make use of it and request that the R 11 771.00 be transferred to my Current acc so that the bill of the PC I bought can be settled, that are actually what the money was for and not as Stansure Suggested that I waist it on other items what I do not want or need in retail stores that was on their retail suppliers list. it was declined by several retail shops as Shoprite, Checkers, Clicks, PEP, Game, etc. Although Wendall never responded to my email I did receive 2 call from Stansure and the email attached From: Terral, Kisten K ********** Sent: Tuesday, April 16, 2019 16:12 Subject: Final complaint feedback and closure: SHS ********** 9498 Regrettably the funds cannot be transferred into a transactional account. The complaint is now closed on my side. This decision of Stansure caused me that I have to pay the bill of the replacement PC my self at a cost of 20.5% interest and is not able to make use of their settlement on the claim card. For me this excuse of Stansure that they are not able to transfer the settlement to my current acc are unacceptable due to a claim was settled and no actual money was received for it, Stansure are the only one that have access to the claim card. I also still wait for settlement on my previous claim RE SHS ********** 7448-- Mr C Groenewald as emails attached, apparently the 8 working days for the investigation are still on going.

Exactly the same response of the past 3 weeks and no resolution. Official private business reply Thank you for posting and allowing us an opportunity to investigate your complaint. This matter will be assigned to a resolution specialist who will contact you and investigate the basis of your complaint in order to reach resolution. Kind regards Complaint Resolution Centre ********** **********

when will the "senior in the department", contact me or is the "shortly to attend to your concerns" next year?

Worst ever service, I still no response or conclusion

Worst Insurer ever, 15 Months my claim card are still declined and Stansure still refuses to resolve the matter and transfer the money to my account.

From: C.Groenewald [mailto:***]
Sent: Tuesday, October 8, 2019 1:55
To: '***'; '***'; '***'
Cc: '***'; '***'; ***
Subject: FW: G302/19 FW: CLC / G125/19 - Groenewald, Christo - Standard Insurance Ltd OSTICRM:*** &
Importance: High From: C.Groenewald [mailto:***]
Sent: Sunday, October 6, 2019 22:49
To: '***'
Subject: G302/19 FW: CLC / G125/19 - Groenewald, Christo - Standard Insurance Ltd OSTICRM:*** &
Importance: High Good day Mr. Janse van Rensburg Please find attached proof that the claim card provided was activated again 3 Times on 14 Sept 2019 at 17;37 without any response from the claims card division or Stan sure on 21 September 2019 I have made a purchase with it at PEP one of the service suppliers on the list and it was once again declined. Regards From: C.Groenewald [mailto:***]
Sent: Wednesday, September 18, 2019 16:16
To: '***'
Subject: CLC / G125/19 - Groenewald, Christo - Standard Insurance Ltd OSTICRM:***
Importance: High Good day Mr. Janse van Rensburg Please find attached proof that the claim card provided are not a cash card. According to the T&C's of the Claim card it cannot be used to do cash with draws, transfers or EFT. The claim was settled by the insurer who provided the insured with a cash card to replace the items. The insured however stated that the card was declined by the service providers on the insurers list. The insurer responded and stated that the insured made contact with it, advising it of the problem. The insured was advised that he needed to activate the card in order to purchase the goods. As to the activating of the card it was activated on receiving and again a week later as proof provided to the insurer and the OMBUD yet it is still declined after words, with the call from the insurer and the fact that they did not provide me with the option on the service provider to be able to use the card to replace the pc it was meant to and therefore I request that the matter to be reviewed again instead of to be closed. This statement of the insurer that the card was not activated are false and controlled by the claims card division who form part of Stansure and can be controlled by them, why did they not mentioned that the so called non activation at the beginning when I correspond this matter to them or to the OMBUD?. It stated that the insured refused and insisted that the funds be paid into his bank account. The insurer referred to the terms and conditions of the policy which stated that it had the option to elect on which basis a claim was to be settled. The insurer had the option to settle a claim by, paying cash, replace or repair any claimed item. To the mentioned option paying it in to a claim card where no cash can be withdrawn or be able to transfer or use it at my service provider Standard Bank are according to me not the option of paying cash or replacing the item as stated in my contract. In this matter the insurer provided the insured with a cash card the insurer did not provide a cash card as stated by the I was provided with a claim card. that had to be activated to enable the insured to purchase goods. This has cost me 20.5 % interest on my credit card for payment to the provider of the new PC. Regards From: Ombudsman for Short-term Insurance [mailto:***]
Sent: Wednesday, September 18, 2019 9:05
To: ***
Subject: CLC / G125/19 - Groenewald, Christo - Standard Insurance Ltd OSTICRM:*** Good Day,

Please view letter attached.

For more details visit the Ombudsman for Short-Term Insurance Extranet.

Regards,
Ombudsman for Short-Term Insurance Dear Mr Groenewald Thank you for bringing your concerns to our attention. We have reviewed your complaint regarding the settlement and confirm that the claim was settled via the claims card. Regrettably the funds cannot be transferred into a transactional account. Your request for cancellation was referred to the correct team with you will be in touch with you shortly. The complaint is now closed on my side. Kind Regards
Terral Kisten
Executive and Social Media Complaints Specialist / Insurance Complaints Resolution Centre Tel: +27 (0)10 *** / www.standardbank.com For escalations, please contact: Senior Manager: Lutendo Magadani / +27 (0)10 *** / *** Head of Department: Louis Muzangwa / +27 (0)10 *** /***
Standard Bank email disclaimer and confidentiality notePlease go to www.standardbank.co.za/site/homepage/emaildisclaimer.html to read our email disclaimer and confidentiality note. Kindly email *** (no content or subject line necessary) if you cannot view that page and we will email our email disclaimer and confidentiality note to you. From: Oganne, Ofentse O [mailto:***]
Sent: Thursday, September 6, 2018 9:07
To: ***
Subject: ACKNOWLEDGEMENT OF COMPLAINT: C Groenewald SHS*** shs*** Good day I hope this finds you in good spirits. I hereby acknowledge receipt of your complaint, please be advised that we will then do thorough investigation on the matter in order for us to provide a comprehensive response in resolution of this matter. Kindly note that it may take up to 8 working days to finalize a complaint. We request that you kindly allow us the opportunity to investigate accordingly, feedback will be given to you promptly. Trust you find the above all in order. Ofentse Oganne Insurance Complaints Resolution Centre I Senior Complaints Specialist | Direct Tel: *** ***|www.standardbank.co.za For escalations, please contact: Manager : Lutendo Magadani /+27 (0)10 *** / ***Head: Louis Muzangwa / +27 (0)10 *** / ***
Standard Bank email disclaimer and confidentiality notePlease go to www.standardbank.co.za/site/homepage/emaildisclaimer.html to read our email disclaimer and confidentiality note. Kindly email *** (no content or subject line necessary) if you cannot view that page and we will email our email disclaimer and confidentiality note to you. From: Terral, Kisten K [mailto:***]
Sent: Thursday, April 18, 2019 18:21
To: C.Groenewald
Subject: Automatic reply: OSTI STANSURE SHS ***1 Claim SHS *** and Claim SHS *** a Good day Thank you for your e-mail. Kindly be advised that i am currently out of the Office. Kindly be advised that i will attend to your e-mail upon my return on the 06/05/2019 for urgent assistance kindly e-mail *** Kind regards Terral Kisten